Business Profile

Online Shopping

Temu.com

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,278 total complaints in the last 3 years.
2,139 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/25/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Attempts to contact customer support have been blocked by a particular person connected with Temu. This person has electronically interferred with orders. Possible name of individual is *********************
Business Response
Date: 07/02/2024
Hello Angel,

I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thanks for your feedback and we feel terribly sorry for any inconvenience this may have caused. Your case is out of the norm. Our customer service department has also been following on this case and we would inform you as soon as the solution is figured out.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:06/25/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I didn't receive order and check where is my order, they issued refund but my card expired and can not accept refund.I requested store credit, because I didn't request refund originally,
Business Response
Date: 07/02/2024
Hello *****,

I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order ($12.06) has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Our customer service department has offered you an explanation via online chat. Unfortunately, at the moment, we are unable to convert Temu credits into cash, or vice versa. We apologize for the inconvenience.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 07/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I requested purchase, not refund., since item I bought I need strongly and I bought them with discount.
I requested help from BBB to highlight scam full practice of temu business as a general and specifically in this instance
I Need My Purchase Not Refund!!!
Otherwise this company is a scam and everyone should be aware about this issues

Business Response
Date: 07/10/2024
Hello *****,

I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order ($12.06) has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Our customer service department has offered you an explanation via online chat. Unfortunately, at the moment, we are unable to convert Temu credits into cash, or vice versa. We apologize for the inconvenience.

Temu is an e-commerce company that connects consumers with a network of merchandise partners, manufacturers and brands with the mission to empower consumers to live their best lives. We also offer flash sales, discounts, and promotions. You are welcome to take part in other sales activities on our platform.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 07/10/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You I requested purchase, not refund., since item I bought I need strongly and I bought them with discount.
I requested help from BBB to highlight scam full practice of temu business as a general and specifically in this instance
I Need My Purchase Not Refund!!!
Otherwise this company is a scam and everyone should be aware about this issues

I requested PURCHASES, NOT REFUND, because the items which I bought I need strongly and I bought them with discount.
When communicating with Temu I didn't request refund, One Month passed since I placed the purchase and there was no any delivery. I checked with Temu **************** Representative where are my purchases and they insured me that items would be delivered next 24 hours.
I NEVER EVER REQUESTED REFUND MYSELF, I CHECKED WHERE IS MY PURCHASES SINCE It's passed ONE MONTH I PLACED ORDER

I requested help from BBB to highlight scam full practice of temu business as a general and specifically in this instance
I Need My Purchase Not Refund!!!
Otherwise this company is a scam and everyone should be aware about this issues
Business repeat same answer all the time.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
Date:06/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
6/22/2024 eat ****** PO-211-*****************-D02PO-211-*****************-D02PO-211-*****************1ZH0V9350332666028 I placed a order and it was separate because i was given individual coupons. I get a notification saying I must prove I must prove verification of ownership of my credit in a debit card I didn't send my bank statement I sent the copy of the card I sent the copy of my identification then I get a verificate I get a message saying that I need to verify ownership of my debit card I sent the information again a clear picture of my debit card my Driver's license and the bank statement in the amounts that was taken out of my account ***** is sending me an assertible saying that they will verify the order and after 72 hours if the order isn't verified in the order would be cancelled the order was never cancelled if they canceled qnd they have now separated my order to individual items and iys hold up in processing it says a refund was issued within 5 minutes but it has never came and its been 72 hours ive submitted a live video of my debit card a valid state identification card my bank statement and q letter from the bank stating i am the owner of this account i did a video holding up my info and they still have refused. I want a refund for the items that was canceled by the agent individually and i want a refund for the items that haven't been canceled or my order delivered. By the agent canceling a item out of each order it has restricted me drom canceling thw entire order. I have did a live screenshare showing in the owner of the account I have done a live video showing the money was debited also a letter from the bank TEMU IS A SITE FOR PHISING IT SAYS IT WILL NEVER ASK U FOR FINACIAL INFORMATION BUT I HAVE SEVERAL EMAILS ASKING ME TO SEND MY BANK INFORMATION AFTER MY MONEY HAS BEEN DEDUCTED FROM MY ACCOUNT AND THE ***** ARE IN LIMBO. I WANT MY ***** A FULL REFUND AND A CREDIT TO MY ACCOUNT
Business Response
Date: 07/02/2024
Hello ********,

I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your orders have been canceled and the refund is currently under processing. Once the refund has successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. In addition, our customer service department has offered you an explanation through the relevant ticket on June 26. Please check your mailbox for more details and directly respond to them.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 07/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
MY PACKAGE WAS PROMISED A DATE BY JULY 3 FOR DELIVERY OR A 5 DOLLAR CREDIT YALL SWITCH THE DATES SO TEMU DONT HAVE TO APPLY THE CREDIT BUT I DOCUMENTED EVERYTHING. My original date was JULY 3 AND IT CHANGE YOUR POLICY STATES IF IT NOT DELIVERED A 5 DOLLAR CREDIT WILL BE APPLIED IF ITS A DELAY. YOU DIDNT SHIP MY PACKAGE UNTIL THE 25TH.
YALL ARE SCAMMERS 22 PHONE CALLS WITH FOREIGNERS WHO CANT COMPREHEND ABD 4 HOUR LONG CONVERSATION THAT ARE EMPTY NO RESOLUTION.
Im sorry your customer service team did nothing until i MADE A LIVE VIDEO PROVING THIS IS MY ACCOUNT. I HAD TO PHYSICALLY PROVIDE A VIDEO BC YOU GUYS WOULDN'T ACCEPT A LETTER FROM THE ***** TEMU IS A SCAM I CALLED 22 TIMES SPOKE WITH FOREIGNER WHO DONT CARE. YOU GUYS PROMISED ME A DELIVERY OF JULY 3 OR I WOULD GET A 5 DOLLAR CREDIT FOR EACH ORDER. **** PUSHED THE DATES BACK TO JULY 9 SO THAT TEMU WOULDN'T HAVE TO PROVIDE THE CREDIT BUT I TOOK SCREENSHOTS OF MY ORDER BEFOREHAND. YALL ARE SCAMMERS. I WASN'T PROVIDED A REFUND OR MY ITEMS UNTIL I MADE A COMPLAINT AFTER 22 PHONE CALLS 4 HOURS LONG. MY PSCKAGE WAS PROMISED A DATE BY JULY 3 FOR DELIVERY OR A 5 DOLLAR CREDIT YALL SWITCH THE DATES SO TEMU DONT HAVE TO APPLY THE CREDIT BUT I DOCUMENTED EVERYTHING YOU WERE GOING TO SCAM ME. **** EVEN SAID THAT TEMU DIDNT CHARGE MY CARD ANYTIME ITS A HOLD YOU AUTHORIZE PAYMENT U CHARGED MY CARD. I SHOULD GET A 15 DOLLAR CREDIT BECAUSE MY ORIGINAL DATE OF DELIVERY WAS JULY 3 YALL CHANGE THE DATE BECAUSE YOU DIDNT WANT TO SUPPLY THE CREDIT TEMU ARE SCAMMERS THERE'S THOUSANDS OF COMPLAINT WITH THIS SAME PROBLEM. YOU DID NOT VERIFY OWNERSHIP OF MY BANK ACCOUNT UNTIL I MADE A COMPLAINT. AFTER I SENT IN WHAT I WAS TOLD ACCORDING TO THE INSTRUCTIONS I FOLLOWED. CUSTOMERS PUT THERE CARD IN IN AND YOU GUYS AUTOMATICALLY ALERT THE CUSTOMERS TO USE A DIFFERENT FORM OF PAYMENT EVEN THOUGH THERES SUFFICIENT BALANCE AND ALL INFORMATION IS ACCURATE AND THE CARDHOLDER IS THE LEGAL OWNER YALL ARE SCAMMERS. 6

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
********

Business Response
Date: 07/11/2024
Hello ********,

I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

We are sorry for the inconvenience this may have caused. We completely understand the distress and frustration that you have been through.

After double-checking the details you provided, we can confirm that the orders you mentioned are delivered within the estimated delivery time. Our customer service department has offered you an explanation through the relevant ticket on July 3. Please check your mailbox for more details and directly respond to them to better resolve your problem.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance about the refund, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:06/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 4th I made a temu account after I downloaded the app I bought 13 items two orders it took two weeks not just "10" days and I didn't even get my order it disappeared and *** won't refund me it says it was delivered and temu won't even let me speak to customer service and I have to just call it a loss
Business Response
Date: 07/02/2024
Hello *******,

I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on June 18. In accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.

We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:06/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
June 20, 2024, TEMU APP jump a notice to offer me 1 item for 90% off, after I accepted it, TEMU forced me to select other 7 items in which hid 1 item that charged me $2.99 shipping fee (order ***************************/PO-211-06422233481593945).After I realized this shipping fee charge, I tried to cancel the order to avoid $2.99 shipping fee but failed.I chatted with TEMU's staff, Pacey who promised me to refund $2.99 shipping fee charge and to restore the same 1 item that TEMU originally offered for its offering price: $2.97 by creating a ticket ID: ******************* 6/20, 6/21, TEMU assigned staff, ******, was clearly induced me to first purchase the same item, and then to submit a screen shot for the original price and current higher price for a price adjustment.When I reported to ****** that the same item of 1pc ************************ Mosquito Killer Lamp, its current price is $19.29, $16.32 higher than its original price $2.97. I requested that TEMU issue a credit for the gap so that I could place the order. On 6/22, ****** further induced me to place such order first and then that s/he would be happy to assist me with a price adjustment if the current price is higher .However, after I placed the order for the same item, ****** finally broke her/his words, refused to make a price adjustment and refused to issue a credit $16.32 to match with this item's original price, which created a clear business cheating case and/or scams, imposter, fraud, or scheme that should be published for public to be aware of.
Business Response
Date: 07/01/2024
Hello ***,

I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your orders have been fully refunded to your Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. In addition, our customer service department has offered you an explanation about the price adjustment you mentioned and has been following up on this issue.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Customer Answer
Date: 07/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
The attached file named as PO-211-05047791493753945 is the Order TEMU staff induced me to place with a higher price than the original in which the TEMU staff told me that a higher price would be adjusted with the original lower price for the item:1pc ************************ Mosquito Killer Lamp. This order did not be refunded. The attached file named as PO-211-05047791493753945-no-refund is a screen shot of list activities of all refund or charge since June 22, 2024 at that day, TEMU charged me "-$20.64" for the placed or induced order but never had any credit of $20.64, which further proved how reckless TEMU could lie to BBB and lie to its customers.

FAQ

Regards,
Jie

Business Response
Date: 07/11/2024
Hello ***,

I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been fully refunded to Temu Credit balance. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. Since you participated in the "Advertising Discount Card" event and got a preferential price at that time, we cannot provide a refund of the price difference for repurchasing. In order to compensate the energy and time you put into the waiting process, we have issued a refund of $17.46 (tax included) credits for the price difference of $16.32 for the same item. Our customer service department has offered you explanations through the relevant tickets on July 2. Please check your mailbox for more details.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:06/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had placed an order that was not delivered, I reached out to the company several times and several times the company has opted to say its been correctly delivered even after I submitted proof it was not delivered to my address. They have refused either redelivery or refund.
Business Response
Date: 07/01/2024
Hello ******,

I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details with our colleagues in the relevant department, and we confirm that our customer service department has emailed you on June 26 to offer you a full refund as special compensation. A refund of $22.87 will be returned to your original payment method and $6.48 will be returned to Temu Credit. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately. Please check your mailbox for more details.

We understand the frustration that you may have been through during this time. Your valuable feedback has always been highly appreciated, as it keeps driving us forward to further improve our product and service quality. We will constantly review the customer satisfaction and optimize the quality of customer service. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
*******
Initial Complaint
Date:06/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In reference to order PO-211-*****************. I purchased a nearly $100 spa/massage machine and returned it after just slightly lifting the product out of the box and snapped a few photos of it, gently placed it back in the box (with the bubble wrap still covering it), put a return label on it, and sent it back. It didn't seem like the quality product also I saw the that the product was discontinued so I decided against keeping it. Temu said they received my return this past week (via email) and I just checked the app last night and saw that the refund was denied because it was never received. They never even notified me. I had to find out through checking myself. I quickly opened up a claim with them last night and heard back this morning with them saying they received a different item and sent me a photo of a foot machine that I've never seen in my life. It looks way too big to even fit in the box that I returned to them. I returned the item in the exact, unused condition it was received in, in the boxed it was shipped in, with their label printed out and affixed to the box. It was delivered back to them. Now, they claim they do not have it. I demand an immediate refund for the item I shipped back. *of note, it appears a similar situation has happened with another buyer, as seen in the product reviews for the sellers page.
Business Response
Date: 07/01/2024
Hello *******,

I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the details you provided and can confirm that our customer service department has emailed you and has been following up on this issue on Jun 24. It is never our intention to cause any distress to our customers, and we understand how important it is to have your concerns addressed promptly and efficiently. Please rest assured that we have already verified the matter with the merchant and are awaiting a resolution. We appreciate your patience in this matter and understand that waiting can be frustrating. We are committed to ensuring that your issue is resolved to your satisfaction. As we continue to follow up with the merchant, we kindly ask for your understanding and a little more time to provide you with a definitive update. Once we have a clear outcome, our customer service department will immediately inform you of the next steps. Please check your inbox and reply to the email directly.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need further assistance, please message us through Temu.com or Temu app live chat.

Best wishes,
******
Initial Complaint
Date:06/23/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered the following orders:#PO-079-17133355884151028 #PO-079-17133379331191028 They are to be shipped to *******Temu sent shipment#********** using company DPD DPD 2 weeks ago claims the destination address is wrong and held the shipment!For 2 weeks trying to call DPD and email but no answer. Contacted Temu support chat but they dont support orders to ******. No response to emails! It has been over 2 weeks and I cannot contact Temu support or DPD to get the shipment.Now, either you reship the package to the hotel address was given to you, or refund the purchase price in full. I have not received any items.
Business Response
Date: 07/01/2024
Hello ******,

I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your package has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Our customer service department has offered you an explanation through the relevant ticket on Jun 26. Please check your mailbox for more details.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*****
Customer Answer
Date: 07/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I received refund for 5 items in 2 order. There is one item still showing in transit since July 25. I don't where it is nor received refund. It's being delivered by speedex.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******

Business Response
Date: 07/11/2024
Hello ******,

I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused.

We have checked the details you provided and can confirm that the item you mentioned is out for delivery. Most packages arrive between 5 - 14 business days. You can track your shipping status and see your expected delivery date directly in the Temu app or on Temu.com. If the tracking status is not updated for 15 days, you can request a full refund and keep your items when they arrive. If your order arrives later than the estimated delivery date, you will receive a $5 credit (for standard shipping) or $13 credit (for express shipping) as a sign of appreciation for your patience. Finally, if your items do not arrive, arrive damaged, or do not match the description or photos, you will be offered a full refund under Temu's Purchase Protection program (********************************************************************************).

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
*****
Initial Complaint
Date:06/23/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On may 20, 2024 I ordered a product from Temu that is marked as delivered on may 23rd for order number PO-211-*****************. I have contacted PayPal and Temu about the missing item and PayPal will not honor the buyer protection because the tracking is marked as delivered then though the item never showed up and Temu does not attempt to resolve the issue either just telling me there is a chargeback when there is not. I need my money back for the item I did not receive. Poor customer service from ********************** and PayPal.
Business Response
Date: 07/01/2024
Hello April,

I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for taking the time to contact us regarding your recent order. We understand your frustration and apologize for any inconvenience caused.

Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address on May 23. Our customer service department has offered you an explanation through the relevant ticket on Jun 26. Besides, in accordance with Section 10.1 of our Terms of Use, as cited here, " When a purchase is made pursuant to a shipping contract, the risk of loss and title for Product pass to you upon delivery of the Product to the carrier. " You can find more information about our policy on our website at ****************************************************.

We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.

Best regards,
*******
Initial Complaint
Date:06/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a silicone mold temu did not send item and is now refusing to resend. I want a full refund for the entire order PO-211-*****************
Business Response
Date: 07/15/2024
Hello **********,

I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback and we are sorry for the inconvenience this may have caused.

We have checked the order details you provided and can confirm that your order has been partially refunded including the silicone mold. $0.73 has been refunded to your original payment channel and $7.04 has been refunded to Temu Credit balance. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.

If you are not satisfied with other items you received in your order, you may apply for a refund within 90 days of purchase. Temu's Purchase Protection program offers full refunds if your items do not arrive, arrive damaged, or do not match the description or photos (********************************************************************************). To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please dont hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 07/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. I requested a full refund for the order however I was only given a partial refund and only refunded in credits not actual refund. Temu has denied me simple things they make available for all other members.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
**********

Business Response
Date: 07/26/2024
Hello **********,

I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback, and we apologize for any inconvenience caused. We have checked the order details you provided and can confirm that your order has been partially refunded. $0.73 has been refunded to your original payment channel, and $7.04 has been credited to your Temu Credit balance. For any assistance with withdrawing money from your Temu Credit balance, please log in to your account and message our customer service agents, who are empowered to provide a quick and thorough solution.

In addition, regarding your request for a full refund, we kindly ask you to return the remaining items to us. Please be informed that once our warehouse team receives the returned items, the refund process will be immediately activated.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 07/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
I requested a full refund for the order and i can not return something i do not have
Business Response
Date: 08/20/2024
Hello **********,

I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your feedback, and we apologize for any inconvenience caused. We have checked the order details you provided and can confirm that $7.77 of your order has been partially refunded to your original payment channel and Temu Credit balance. In addition, we regret to inform you that, as per our company policy, we are unable to grant a refund without a return of the items you received. We understand that returning products can be inconvenient and we apologize for any inconvenience this may cause. However, we have policies in place to ensure that our products meet the highest standards of quality and customer satisfaction. Therefore, we kindly ask that you return the item to us for a full refund. Please be informed that once our warehouse team receives the returned item, the refund process will be immediately activated. Our customer service department has offered you an explanation through the relevant ticket on June 17. You can check your emailbox for further information.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 08/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
**********

I do not accept this as i requested a full refund for this order. Temu has has put limitations on my account now and i dont receive membership benefits i pay for. They are scamming me. I just want my money back I do not understand why thats hard to do. I can not return anything as the whole issue was missing items. Cant return stuff i never received. Temu has this policy in order to scam people why else would they ask you to return stuff you never received. Please just refund the order in the entirety and maybe respond to the second better business bureau complaint i filed against temu
Looking forward for the prompt refund
Business Response
Date: 09/14/2024
Hello **********,

I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

After double-checking your case, we regret to inform you that, as per our company policy, we are unable to grant a refund without a return of the items you received. We understand that returning products can be inconvenient and we apologize for any inconvenience this may cause. However, we have policies in place to ensure that our products meet the highest standards of quality and customer satisfaction. Therefore, we kindly ask that you return the item to us for a full refund. Please be informed that once our warehouse team receives the returned item, the refund process will be immediately activated. In addition, our customer service department would like to offer you a compensation plan through an email ticket on Aug 29. Please check your Temu account for more details and respond to them if you are willing to accept our compensation.

Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

Best wishes,
******
Customer Answer
Date: 09/16/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter areason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

This company has been replying with the same message they are not actually doing anything. I still have not been refunded and they keep harassing me to return stuff i do not have. Now its been past 30 days and their refund policy doesn't cover the order. This company drug this out on purpose just so they didn't have to return my money that they stole by not shipping me the products i paid for. This is a scam this is theft this is illegal and ill press charges on the company if they do jot return my money
FAQ

Regards,
**********

Business Response
Date: 09/26/2024
I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

Thank you for your continued communication. We have thoroughly reviewed your request for a refund for order PO-211-*****************. After careful consideration and a comprehensive review of your order and interaction history, we regret to inform you that we are unable to approve a full refund for this order.

Our records confirm that the only item reported as missing, the silicone mold, was fully refunded to you on Jul 28. All other items within this order were successfully delivered to the correct address, and there were no additional missing items reported at the time. As per our policy, a full refund can only be issued when received items are returned. We kindly ask for your understanding that the return of received items is necessary in order to process further refund requests.

We would like to reiterate our platform's policy, which states that a full refund can only be issued when the received items are returned. We are not asking for the return of the missing item, but rather the return of the other items you received in order to process a full refund for the entire order.

Please understand that the above decision has been made in adherence to our principles of fairness. Regarding the account limitations you mentioned, we suggest that you contact our customer service team directly for a detailed explanation.

We value your understanding in this matter and remain committed to providing fair and just resolutions in line with our policies. Should you have any further questions or concerns, our customer service team remains available to assist.

Best wishes,
******
Customer Answer
Date: 09/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
**********

I regret the offer as it's not an offer. They still refuse to refund for the entire order. They have now changed their return policy to suit their needs in this case. Before you could do a certain amount of refunds without returning however now every refund requires a return. Temu has been changing policies over and over to suit their needs at the time. They have limited my temu circle membership benefits as well. Ive already started shopping with ***** as they are a better company

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